Team Manager - Testing Operations

TSMG Holding; Emeryville (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

TSMG Holding, located in Emeryville, CA, is seeking a dedicated manager to drive operational performance in sourcing. This role emphasizes lead generation and client relationship management, while ensuring top quality across deliverables.

The successful candidate will oversee daily operations, conduct training, and manage performance appraisals, fostering a culture of continuous improvement within the team.

Candidates should have a strong background in performance metrics and team leadership, with a preference for a Bachelor’s degree.

Qualifications

• Experience in operational management with a focus on sourcing performance.
• Strong analytical skills with the ability to track and report on metrics.
• Leadership experience in team-building and performance appraisals.

Responsibilities

• Oversee verification and quality of processed cases.
• Validate client/vendor reports and prepare performance review decks.
• Conduct training sessions and handle policy refinement.

Skills

Operational performance management

Quality oversight

Client relationship management

Team leadership

Data analysis

Education

Bachelor’s degree preferred

Tools

CRM systems

MS Excel

PowerPoint

Job description

The purpose of the role is to drive operational performance in sourcing with a focus on lead generation and validation metrics. The manager is responsible for managing daily operational targets to ensure consistent delivery and maintaining strong client relationships through structured weekly, fortnightly, and monthly progress reporting. The role also includes recruiting, onboarding, and conducting performance appraisals for internal associates, as well as ensuring full alignment with client policies by updating and disseminating guidelines across the team.

Responsibilities: Operational & Quality Oversight

• Oversee verification and quality of processed cases
• Act as checker for critical cases and manage escalation queues
• Monitor daily absenteeism and ensure productivity continuity
• Allocate workloads based on case complexity and risk
• Develop strategies for clean-up activities and process optimization

Responsibilities: Governance & Reporting

• Validate client/vendor reports and team queries
• Collect dashboard requirements and prepare performance review decks
• Track daily operations, analyze service delivery, and highlight process variances
• Conduct audit reviews, initiate corrective actions, and maintain SLA adherence

Responsibilities: Training, Policy & Knowledge Management

• Conduct knowledge transfer and product/market training sessions
• Handle edge cases and contribute to policy refinement
• Lead calibration and quality alignment sessions across reviewers
• Share best practices and promote continuous improvement culture

Responsibilities: People & Team Leadership

• Allocate tasks and workflows, ensuring coverage across sub-processes
• Conduct team building, coaching, and performance appraisals
• Identify training needs and deliver refresher/process training
• Manage attrition, absenteeism, and early warning indicators
• Support recruitment and onboarding, including KT sessions for new members

Responsibilities: Customer Relationship Management

• Act as primary contact for internal/external customers for process deliverables
• Provide updates, reports, and performance metrics to customers
• Resolve customer escalations and gather feedback to feed into improvement loops

Responsibilities: Resource & Program Management

• Ensure optimal resource utilization via cross-training and buffer planning
• Interface with cross-functional teams to secure support and alignment
• Lead program delivery ensuring adherence to timelines, quality, and client expectations

Other Requirements

• Travel readiness: up to 10% (domestic/international)
• Education: Bachelor’s degree preferred
• Tools: Familiarity with CRM systems, MS Excel, PowerPoint, QA/QC exposure